FAQ and Policies

FAQ

Orders, Returns & Refunds

Do you accept returns?
Because my items are wearable and made to order, I generally can’t accept returns. Exceptions apply if the item is damaged or not what you ordered. Please contact me within 30 days of receiving your item before sending anything back.

Will I have to pay for return shipping?
If the item is faulty or the wrong one was sent, I’ll cover return shipping (either with a prepaid label or by refunding your postage cost with proof).

Can I get a refund if my item is damaged or lost?

  • Damaged on arrival: You can request a refund, replacement, or partial refund (for cosmetic damage). Please send photos of the damage and packaging.

  • Lost in transit: If tracking stops updating and the postal service can’t locate it within 30 days (UK) or 60 days (international), I’ll replace or refund the item.

  • I may request the damaged item back at my own cost.

Can I exchange my item for a different one?
Usually, no, since bases and parts are made to order. In rare cases (like popular bases I can easily resell), I may allow an exchange within 30 days, but you’ll cover all postage costs.

Can I refuse delivery because of import tax?
Although it is not good practice to do this to an independent seller, yes, you can ignor a tax request and the item will be returned to me. But, I will only refund the item cost once it returns to me — shipping is non-refundable. To avoid any unexpected costs, please check your country’s import charges before ordering.

Do your items come with a guarantee?
Yes — standard work (like furring, foam, 3D printed parts, sewing) is guaranteed for repair or replacement up to a year after receiving the item, provided that the fault has not been caused by mishandling or mistreatment of the item. Experimental work (like electronics, mechanisms, puppetry) is not guaranteed, but I’ll be upfront about this during commissioning.

Shipping

Do you ship internationally?
Yes, I ship worldwide. Shipping is calculated at checkout based on weight.

When will my parcel arrive?

  • UK: 1–2 working days after dispatch.

  • International: 5–9 working days (delays possible during busy seasons).

What shipping method do you use?
Royal Mail: 2nd Class Parcel for UK orders, tracked international for overseas.

Do you offer express shipping?
Yes, an upgrade is available at checkout. Please note that production times still apply. Message me before ordering if you need something by a specific deadline.

My parcel is delayed — is it lost?
Delays of 3–8 weeks can happen internationally. If tracking shows no updates for over a month and the postal service can’t locate it, I’ll replace or refund.

What happens if my parcel is returned to sender?
I can resend it, but you’ll need to repay for shipping if:

  • The address provided was incomplete/incorrect, or

  • The parcel wasn’t collected.

    If you cancel instead, I’ll refund the item cost (minus shipping). Custom orders may only be partly refundable, depending on resale potential.

Payments

How can I pay?
All payments must go through my website or Etsy store. I can accept PayPal invoicing for payment plans.

Do you accept trades?
Not at this time.

Do you offer payment plans?

  • Store items: Not unless it is for a large order, then the "custom work" information below applies.

  • Custom work: Yes. I can set up an invoice using paypal which can be paid off in individual payments as and when suits you. A 10% deposit is required for the first payment; the item will not be shipped until final payment is made.

Products & Custom Work

What are your products made from?

  • Bases/foam parts: Polyurethane expanding foam cast in silicone molds.

  • Eyes: PETG or PLA plastics with buckram, acrylic paint, and protective clear coat.

  • Printed ears/feet: Flexible TPU filament.

How long does it take to make an item?

  • Foam parts: 1 week (quiet) or 2–3 weeks (busy).

  • Eyes: 5 days (quiet) or 1–2 weeks (busy).
    Customs and commissions vary by complexity and queue.

  • 3D printed parts 1 week (quiet) or 2-3 weeks (busy)
  • custom horns (carved eva foam) - depending on size/complexity 2 weeks (quiet) 3-4 weeks (busy)

Can you make a custom base for me?
I am currently not taking orders for custom fursuit head bases, for other bases, please look at my "custom items" page

Can I bulk order parts?
Yes — bulk discounts are available.

Commissions

Can I commission something outside your usual work?
Possibly! depending on my schedule and project scope. Pricing is materials + £35/hour (standard) or £55/hour (rush/out-of-hours). If it’s related to my skill set, I’m happy to try new techniques. I’ll be clear if something is experimental and can't guarantee it.

Can I cancel my commission?
Yes, but deposits are non-refundable, and work already completed won’t be delivered. Refunds depend on project stage and resellability.

What happens if you have to cancel my commission?
In rare cases I may need to cancel — for example, due to personal emergencies, unworkable project conditions, or inappropriate client behaviour.
If the project is a custom project (e.g an awaykin mask) I will contact you with any issues before cancelling. I will not blindside you.

If I cancel for reasons on my side (like illness or unforeseen events), you’ll receive a full refund, including your deposit. If cancellation is due to inappropriate behaviour, the deposit will not be refunded.

“Inappropriate behaviour” means things like:

  • Using aggressive or offensive language

  • Harassing me with excessive or unreasonable messages

  • Demanding work outside the agreed project terms

  • Refusing to follow the agreed payment arrangements


Rights & Permissions

Can I use your masks in my film, video, or play?
Yes — purchased items can be used in performances and recordings.

Do I need to credit you?

  • Personal use (cosplay, photos, YouTube): Credit is appreciated but not required.

  • Published works (film, theatre, music videos, commercial projects): Please credit Runaway workshop. Large-scale productions (TV/film) should contact me for licensing.

Can I use your costume parts in commissions I sell?
Yes. Bulk discounts are available for makers. Please credit me for my work appropriately 

Can I make a mold from your parts?
No — this infringes copyright. You may customize, repaint, and resell physical parts, but not copy the designs.

Blank Masks & Parts

What are blanks?
Unfinished bases or parts you can decorate, paint, or build onto.

Can I resell items I make from your blanks?
Yes. Please credit Runaway Workshop when selling your work.

How do I paint my mask? / what are the best paints to use?
I use Vallejo brand airbrush paints to paint my masks, but any acrylic or polyurethane-based paints will work well.  They can be painted on with a brush or makeup sponge if an airbrush is not accessible. I find model-making paints work the best over art acrylics, as they are pre-sold at the right consistency to allow the details of the mask to show through.

Are blanks safe for LARP/combat use?
Yes, they’re made from the same lightweight, durable materials as finished masks.

Aftercare & Tutorials

My Awaykin mask went white when it got wet, is this normal?
Yes, the sealant goes cloudy as a reaction to water, but will return to normal once it has dried. 

How do I clean a head made with your parts?
Spot clean regularly; avoid full submersion. Always let it dry thoroughly before storing.

Are your fursuit eyes waterproof?
They’re water-resistant with a clear protective coat, but avoid harsh chemicals or over-cleaning.

Why does my foam base smell when it arrives?
Some odor from casting may linger, but it fades quickly as the base airs out.

How do I build with your parts?
I post tutorials on my YouTube channel (moving jaws, prepping bases, etc.), with more guides coming soon. if you need any specific advice that is not in my tutorials, please send me a message and I will provide the best help I can